Complaint: ***
I am rejecting this response because:I have spend many dozens of hours on the phone with Dell technicians to try and fix an ongoing issue with a laptop I purchased in April (specifically the wireless connection being disconnected when the laptop comes out of sleep). My original request via Revdex.com was to have Dell refund me for the laptop so I could purchase something else. Dell turned this down and wrote (to Revdex.com) that it was working with me to address/fix the problem. Well it is now October and the issue has not been fixed. The latest offer (yesterday evening) was to go on a fishing expedition with my sending the laptop in for diagnosis. This is a software issue and the Dell folks simply do not know how to fix. I have pointed them to discussions with other consumers having the exact same problem. One final item - the tech at Dell I have most recently been working with (see name just below) calls me in the evening after my office has closed for the day, never in business hours. Happy to provide any additional information you might require.
Regards,
*** ***
Dear Revdex.com, Thank you for providing a copy of the customers concernsShould Mr*** have questions regarding the promotions available through Dell Financial Services it would be necessary for him to contact them directlyWe regret any misunderstanding Mr*** may have had, however the Refurbished and/or Dell/Outlet products do not qualify for Dell Financial Service promotionsDetailed information on the Dell Outlet refurbished inventory types (New, Certified Refurbished and Scratch & Dent) can be found at the following link: ***Sincerely Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative processed an onsite service, which was completed on February
9thOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response regarding an operating system change to her computer We regret any miscommunication which may have occurred and appreciate the feedback Dell records indicate the issues have been addressed, and no further attempt will be made to reach the customer regarding this case We ask that she contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding cracked TV screenOur representative explained the terms of sale, return policy, and limited warranty
Please note that Mr*** did not purchase accidental coverage at the point of original purchase, which was on September 17th, 2015; therefore, his request for a replacement was respectfully deniedHe was referred to TV manufacturer for further supportWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative recently contacted Mr*** regarding his concerns and explained the terms of the limited hardware warranty
***
As per the terms of the warranty, our representative processed a Depot service, which was completed on February 7, and the unit was delivered to Mr*** on February 9, under FedEx tracking number ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s limited hardware warranty and our other policies.Our representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Dell representative, ***, is working with the customer to achieve an amicable resolution for his concernsShould the customer have any additional concerns regarding this
case, they can reach out to our representative at ***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
Esther Harding
Revdex.com:Dell repaired my laptop at no costI have repeatedly told Dell representative this damage is not because of fall or improper usageOnce again, I do not agree with dell representative that this damage because of fall of laptop or improper usage.At the end, Dell repaired my laptop under warranty with no charge at our satisfaction and and thankful to Dell. I also appreciate Dell representative’s support throughout the repair processRegards, *** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
the Dell representative; *** has authorized the return of the equipment for a full refund back to the customer*** has informed the customer, equipment at the Dell Outlet are limited configurations and many times are one-of-a-kind offers. Since there is no exact match to the system the customer had purchased, the only option is to return the equipment for a full refundThe customer has accepted this as resolution to their issue. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Dell records indicate that the technical issue cannot be addressed as the customer’s computer indicates signs of liquid spillage and, for safety reasons, parts would need to be replaced in order to restore functionality This would not be covered under Dell’s Limited Hardware Warranty which covers hardware components that fail during use and does not cover hardware that has been physically damaged A Dell representative contacted the customer and informed him that Dell would not be able to provide an exchange computer as he requests, however we remain available to assist him via Dell’s fee-based Out of Warranty Repairs department should he want to purchase this service We ask that he contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The issue is that I have two computers computer had a premium WarrantyThe warranty Service Level Agreement was violated and Dell failed to respond to the warranty terms of agreementThis caused me to replace the broken pc immediately(this is the reason why customers get this type of warranty coverage). I understand the mail in warranty and the resolve of refunding the money. I reject the SLA violation and the premium warranty resolveThey should pay for the replacement computerI did not buy a brand new computer I bought a refurbished computer I think its fair for them to replace that as well as the warranty refund
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have attempted to contact *** via email and no response. He can contact me on Monday November. Their answer is a way to get out of replying. They asked for a hour window initially and now they expect that to be the same every day
Regards,
*** ***
Dear Revdex.com,
Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationIn regards to the customer claim of not liking the color of the replacement system we suggest he read the terms and conditions of the warrantyDELL'S RESPONSIBILITY FOR MALFUNCTIONS AND DEFECTS IN HARDWARE IS LIMITED TO REPAIR OR REPLACEMENT AS SET FORTH IN THIS WARRANTY STATEMENT *** *** Dell’s written policies, including as part of Mr***’s Limited Hardware Warranty, dictate that Dell is not responsible for such compensationPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with our account verification and gift card teams to resolve this
matterOur records show that a credit in the amount of $has been posted to his DPA (Dell Preferred Account)Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns in regards to this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that Mr*** was unable to provide a valid proof of purchase; therefore, his
request for replacement product was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative Surendra has followed up with the customerAfter further review it was determined that the system would need to be brought back into the depot and it would be “White Gloved and expeditedThe representative also gave the option of the refurbished exchange which is consistent with the terms of his warrantyWe have included the link for the customer convenience, ***We remain available to assist the customer under the terms of Dell’s Limited Hardware WarrantySincerely, Advanced Resolution Group FID # *** Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I received my refund today in the correct amountThank you for your assistance
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the additional informationThe representative *** is working on a resolution since there has been receiving error due to the way items were returnedWe do apologize for the customers experience and delay with a resolutionThe representative may also be reached by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, per the terms and conditions of the sale, respectfully denied Mr***’s request for a
refund
***
***, per the terms and conditions of the Dell Limited Warranty, offered Mr*** an exchange, however; Mr*** declinedWe regret any dissatisfaction Mr*** may have experienced*** may be contacted at ***@Dell.com.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because:I have spend many dozens of hours on the phone with Dell technicians to try and fix an ongoing issue with a laptop I purchased in April (specifically the wireless connection being disconnected when the laptop comes out of sleep). My original request via Revdex.com was to have Dell refund me for the laptop so I could purchase something else. Dell turned this down and wrote (to Revdex.com) that it was working with me to address/fix the problem. Well it is now October and the issue has not been fixed. The latest offer (yesterday evening) was to go on a fishing expedition with my sending the laptop in for diagnosis. This is a software issue and the Dell folks simply do not know how to fix. I have pointed them to discussions with other consumers having the exact same problem. One final item - the tech at Dell I have most recently been working with (see name just below) calls me in the evening after my office has closed for the day, never in business hours. Happy to provide any additional information you might require.
Regards,
*** ***
Dear Revdex.com, Thank you for providing a copy of the customers concernsShould Mr*** have questions regarding the promotions available through Dell Financial Services it would be necessary for him to contact them directlyWe regret any misunderstanding Mr*** may have had, however the Refurbished and/or Dell/Outlet products do not qualify for Dell Financial Service promotionsDetailed information on the Dell Outlet refurbished inventory types (New, Certified Refurbished and Scratch & Dent) can be found at the following link: ***Sincerely Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative processed an onsite service, which was completed on February
9thOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response regarding an operating system change to her computer We regret any miscommunication which may have occurred and appreciate the feedback Dell records indicate the issues have been addressed, and no further attempt will be made to reach the customer regarding this case We ask that she contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding cracked TV screenOur representative explained the terms of sale, return policy, and limited warranty
Please note that Mr*** did not purchase accidental coverage at the point of original purchase, which was on September 17th, 2015; therefore, his request for a replacement was respectfully deniedHe was referred to TV manufacturer for further supportWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative recently contacted Mr*** regarding his concerns and explained the terms of the limited hardware warranty
***
As per the terms of the warranty, our representative processed a Depot service, which was completed on February 7, and the unit was delivered to Mr*** on February 9, under FedEx tracking number ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s limited hardware warranty and our other policies.Our representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Dell representative, ***, is working with the customer to achieve an amicable resolution for his concernsShould the customer have any additional concerns regarding this
case, they can reach out to our representative at ***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
Esther Harding
Revdex.com:Dell repaired my laptop at no costI have repeatedly told Dell representative this damage is not because of fall or improper usageOnce again, I do not agree with dell representative that this damage because of fall of laptop or improper usage.At the end, Dell repaired my laptop under warranty with no charge at our satisfaction and and thankful to Dell. I also appreciate Dell representative’s support throughout the repair processRegards, *** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
the Dell representative; *** has authorized the return of the equipment for a full refund back to the customer*** has informed the customer, equipment at the Dell Outlet are limited configurations and many times are one-of-a-kind offers. Since there is no exact match to the system the customer had purchased, the only option is to return the equipment for a full refundThe customer has accepted this as resolution to their issue. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Dell records indicate that the technical issue cannot be addressed as the customer’s computer indicates signs of liquid spillage and, for safety reasons, parts would need to be replaced in order to restore functionality This would not be covered under Dell’s Limited Hardware Warranty which covers hardware components that fail during use and does not cover hardware that has been physically damaged A Dell representative contacted the customer and informed him that Dell would not be able to provide an exchange computer as he requests, however we remain available to assist him via Dell’s fee-based Out of Warranty Repairs department should he want to purchase this service We ask that he contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The issue is that I have two computers computer had a premium WarrantyThe warranty Service Level Agreement was violated and Dell failed to respond to the warranty terms of agreementThis caused me to replace the broken pc immediately(this is the reason why customers get this type of warranty coverage). I understand the mail in warranty and the resolve of refunding the money. I reject the SLA violation and the premium warranty resolveThey should pay for the replacement computerI did not buy a brand new computer I bought a refurbished computer I think its fair for them to replace that as well as the warranty refund
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have attempted to contact *** via email and no response. He can contact me on Monday November. Their answer is a way to get out of replying. They asked for a hour window initially and now they expect that to be the same every day
Regards,
*** ***
Dear Revdex.com,
Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationIn regards to the customer claim of not liking the color of the replacement system we suggest he read the terms and conditions of the warrantyDELL'S RESPONSIBILITY FOR MALFUNCTIONS AND DEFECTS IN HARDWARE IS LIMITED TO REPAIR OR REPLACEMENT AS SET FORTH IN THIS WARRANTY STATEMENT *** *** Dell’s written policies, including as part of Mr***’s Limited Hardware Warranty, dictate that Dell is not responsible for such compensationPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with our account verification and gift card teams to resolve this
matterOur records show that a credit in the amount of $has been posted to his DPA (Dell Preferred Account)Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns in regards to this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that Mr*** was unable to provide a valid proof of purchase; therefore, his
request for replacement product was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative Surendra has followed up with the customerAfter further review it was determined that the system would need to be brought back into the depot and it would be “White Gloved and expeditedThe representative also gave the option of the refurbished exchange which is consistent with the terms of his warrantyWe have included the link for the customer convenience, ***We remain available to assist the customer under the terms of Dell’s Limited Hardware WarrantySincerely, Advanced Resolution Group FID # *** Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I received my refund today in the correct amountThank you for your assistance
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the additional informationThe representative *** is working on a resolution since there has been receiving error due to the way items were returnedWe do apologize for the customers experience and delay with a resolutionThe representative may also be reached by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, per the terms and conditions of the sale, respectfully denied Mr***’s request for a
refund
***
***, per the terms and conditions of the Dell Limited Warranty, offered Mr*** an exchange, however; Mr*** declinedWe regret any dissatisfaction Mr*** may have experienced*** may be contacted at ***@Dell.com.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc